I want to start with how I felt. On this business trip in Bogota the one who really helped me was not the rental counter but the person who followed my case from the booking side. My schedule was very full. Around April twenty seventh at noon I picked up a Kia Soluto from Budget at Bogota airport. It was an automatic car and the pick up seemed normal. I rushed out because I had meetings to catch. Then I jump to a few days later. When I was back at the hotel at night I checked my credit card bill and the numbers did not match. I remembered the prepaid price on the platform was around two hundred ninety dollars. On the bill the new rental charge showed about three hundred seventy four dollars. I felt something was wrong. I also saw another charge for about one hundred ninety dollars and I had no idea what that was. Those days I was running around the city for work in the day and at night I was counting money on my phone. I asked the rental counter and they were not very clear. Sometimes they even said they could not find my original booking. That really annoyed me because cross border talking like this takes so much time. The thing that calmed me down was that I always had the same person from their side following my problem. Every time I sent an email or called I felt it was the same line taking care of me. They knew how much I had already paid what the rental company said and they also remembered that I did not want to give out my bank account. They asked me for the new rental file receipts and bill screenshots. I sent them when I had a break. I said I do not want to give my bank account to the rental company and I asked if there was any other way. They did not just say one sentence and push me away. They really tried to find another path and kept talking with the rental side. After some days they told me the rental company agreed to return the price difference and the amount was even a bit higher than I first thought. Then I started to worry again about how to receive the money because I only wanted the refund to go back to the card I really used and I did not want to spread my bank info everywhere. The person who followed my case stayed patient and also respected my choice. They explained in simple words why the rental company could not send money back to the new card and why they needed to send it through their side. I asked if there was a more safe way. They offered to use a virtual credit card so they could send the refund to me in that form. I felt this was a good idea for me. It made me feel more safe and I did not need to give a bank account. During my trip the busiest days for me were also the days when they were going back and forth with the rental company. For me the important feeling was that I did not have to repeat my story every day. The person on the other side always knew which step we were on and what would be the next move. The case was not solved super fast but compared to my past experience with other platforms where I had to explain from zero to a new agent again and again this time I really felt someone was watching my case and not just leaving me alone. As a business traveler I hate wasting time on these small money problems. This time thanks to having one person keeping an eye on everything I finally got my price difference back and I could focus my energy on my work.
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